The Challenge: The client needed a comprehensive and independent review of governance arrangements under Section 166 of the Financial Services and Markets Act. This was a high-profile engagement requiring assurance for both the client and the FCA, covering multiple workstreams and involving senior leadership. The Solution: Huntswood was selected from
The Challenge: The client needed rapid onboarding of experienced specialists to manage increased FNOL volumes while improving productivity and maintaining high quality standards. The operation had to deliver against strict performance benchmarks and contractual targets. The Solution: Huntswood onboarded 69 specialists with demonstrable FNOL experience, deploying the majority within four
The Challenge: The client faced high complaint volumes, inefficient hand-off processes between departments, and quality issues that were impacting customer outcomes and regulatory compliance. They required a skilled team and process improvements to address these challenges quickly. The Solution: Huntswood designed and managed a ringfenced operational solution, deploying 24 complaints
The Challenge: The acquisition resulted in a large spike in complaint volumes, creating a backlog that was impacting BAU complaints teams and customer experience. The client set a 12-week timeframe for clearing the backlog and required high-quality delivery throughout. The Solution: Huntswood deployed a team of complaints experts and operational
The Challenge: The client needed a ringfenced operation staffed by financial services experts capable of handling all inbound customer contact through the scheme helpline and mailbox. The solution had to be deployed quickly, manage a large customer population, and maintain exceptional quality standards throughout. The Solution: Huntswood stood up the
The Challenge: The client needed rapid deployment of a large, skilled workforce to manage complex customer queries from vulnerable customers. The solution had to be mobilised quickly, delivered remotely, and maintain resilience and quality under regulatory scrutiny. The Solution: At short notice, Huntswood redeployed 500 resources and recruited an additional
The Challenge: The client needed a comprehensive remediation programme that included data cleansing, calculator design, customer data enrichment, and operational execution. The programme had to manage fluctuating call volumes, maintain high quality standards, and deliver correct customer outcomes while minimising complaints. The Solution: Huntswood assumed responsibility for the entire remediation
The Challenge: The client needed to scale from partial to full quality checking at speed, while maintaining compliance and operational resilience. The solution had to handle high volumes of advice files, meet regulatory expectations, and adapt to an expanding scope as the review progressed. The Solution: Huntswood engaged, referenced, vetted,
